Core Acceptance Guide

Version 1.2 July, 2016

0

LT-0020

Core Acceptance Guide
TABLE OF CONTENTS
GUIDE INTRODUCTION

............................................................................................................... 3

SECTION 1
1.1
1.2
1.3

CORE RETURN POLICY............................................................................................ 4-5
Policy Advantages ....................................................................................................... 4
Core Acceptance Intent ............................................................................................... 4
Core Return Expiration Policy ..................................................................................... 5

SECTION 2
2.1
2.2
2.3
2.4
2.5
2.6
2.7
2.8
2.9
2.10

CORE RETURNS PROCEDURES ............................................................................ 6-23
Core Return Process Flow .......................................................................................... 6-7
Core Return Request Procedure (RMA) ..................................................................... 8-14
RMA / Packing List Example ....................................................................................... 15
Core Return Shipment Freight .................................................................................... 16
Hino Core Return Service Provider Map ..................................................................... 17
Warranty Core Shipment Requirements ..................................................................... 18-19
Example Warranty Part Return Request ..................................................................... 20
Example Warranty Part Tag ........................................................................................ 21
Warranty Core Process Flow Chart ............................................................................ 22
Payment Of Core Credits ............................................................................................ 23

SECTION 3
3.1
3.2

CORE INSPECTION PROCESS ................................................................................ 24-25
Processing Warehouse Flow Chart............................................................................. 24
Administration Flow Chart ........................................................................................... 25

SECTION 4
4.1
4.2

PARTS ORDER INQUIRY .......................................................................................... 26-29
Introduction to Order Inquiry ...................................................................................... 26
DC217 Instructions ..................................................................................................... 26-29

SECTION 5
5.0
5.1
5.2
5.3
5.4
5.5

CORE SEGMENT ACCEPTANCE CRITERIA .......................................................... 30-46
Core Segment Index ................................................................................................... 30
Air Compressor ........................................................................................................... 31
Air Conditioning Compressor ...................................................................................... 31
Air Dryer ...................................................................................................................... 31
Axle.............................................................................................................................. 32
Brakes ......................................................................................................................... 33-35
5.5.A Brake-Shoes .................................................................................................. 33-34
5.5.B Brake-Calipers ............................................................................................... 35
Clutch .......................................................................................................................... 36
Electrical - Cab ............................................................................................................ 37
Electrical - Engine ....................................................................................................... 38
5.8.A Alternator ....................................................................................................... 38
5.8.B Starter ............................................................................................................ 38
Engine ......................................................................................................................... 39-40
5.9.A, B &C Engine – Block, Head & Complete .................................................... 39
5.9.D Turbocharger ................................................................................................. 40
Exhaust Filter DPF ...................................................................................................... 41
Fuel System Components ........................................................................................... 42
5.11.A Injectors & Nozzle ........................................................................................ 42
5.11.B Pump - Fuel ................................................................................................. 42
Intercooler – Charge Air .............................................................................................. 43
Steering ....................................................................................................................... 44
Transmission ............................................................................................................... 45
All Makes Reference List............................................................................................. 46

5.6
5.7
5.8
5.9
5.10
5.11
5.12
5.13
5.14
5.15

1

Core Acceptance Guide

SECTION 6 GENERAL CONTACTS ............................................................................................... 47-48
6.1 General Numbers .......................................................................................................... 47
6.2 Direct Contacts And Responsibilities ............................................................................ 47
6.2.A Customer Service Representatives ............................................................... 47
6.2.B Parts Technical Support ................................................................................ 47
6.2.C Parts Marketing & Sales ................................................................................ 47
6.2.D Parts Materials ............................................................................................... 47
6.2.E Parts Warehouse Operations......................................................................... 47
6.2.F Senior Manager, Parts Operations ............................................................... 47
6.2.G Vice President, Parts ..................................................................................... 47
6.3 Other Key Contacts....................................................................................................... 48
6.3.A Warranty ........................................................................................................ 48
6.3.B Accounting & Finance .................................................................................... 48

2

Core Acceptance Guide
GUIDE INTRODUCTION
Hino Motors Sales USA, Inc. (HMS) has published this manual in order to assist dealers to fully
understand the policies and procedures governing the return of Exchange and Warranty Cores for credit.
This 2011 revised edition of the Hino Core Acceptance Guide should be reviewed and understood by all
Hino dealer parts department personnel. It should be referred to regarding clarification of Hino’s
acceptance policies and procedures.
Additionally, this manual should be made readily available within the dealer’s parts department. On
occasion, Hino will publish and distribute revisions, updates, and/or additions to these policies and
procedures. It is the dealer’s responsibility to keep their manual current.
This manual will also be posted on the HinoNet intranet site (www.hinonet.net) under the Parts/Parts
Documents section.
Hino reserves the right to change any provisions and/or conditions of the Core Acceptance Guide at any
time without notice and without obligation. However, Hino will attempt, at all times, to properly notify
dealers in advance and in writing of any revisions or additions to the policies and procedures detailed in
this manual.
This manual describes Hino’s policies and procedures regarding Core returns from Hino’s dealers and
focuses on the following:











Policy Advantages
Core Return Policy
Core Return Request Process
Core Return Shipment Freight
Shipment Requirements
Payment of Core Credit
Inquiry Reports
Core Acceptance Criteria
Receiving Inspection Process
Key Contacts

3

Core Acceptance Guide
SECTION 1
1.1

CORE RETURN POLICY

Policy Advantages
Hino Trucks “1-1-1” Core Return Policy gives you the following advantages:
•
•
•

1 - Free core return shipment each month
1 - Process to use for all core returns
1 - Place to return all cores

1 Free Return Shipment of Cores Each Month:
Each dealer will be allowed one free return shipment of cores each calendar month—regardless
of size. You do not have to worry about minimum weight, and you can plan your core returns on
a regular basis. The free monthly return cannot be carried over; if you miss a month, you are
allowed one free return of cores the following month.
1 Process to use for all Cores:
Simply follow the instructions on the Return Approval Form. A Return Authorization Form for
each core must accompany the shipment as the Packing List. The absence of a proper
documentation will result in delayed processing of core credit. Packing lists must be combined
and included together within the return.
1 Place to Return Cores:
All cores are to be returned to the address provided in (Section 2.4) unless requested for return
to Warranty, then use address provided in (Section 2.5).
1.2

Core Acceptance Policy Intent
Summary Intent
The intent for the overall policy is to receive Cores in adequate condition for later remanufacture.
Excessive damage due to corrosion, heat or fire, short-circuit, cracks, dents or deformation of
primary housings, connections or structural components, and disassembly or removal of subcomponents are considered to compromise this potential.
The core must also be properly packaged and identified to avoid mishandling and excess
identification time during transit or processing and to limit damage. Parts should be returned in
the same packaging as that of the replacement part.
Based on inspection part credit may be rejected based on the intent above. Hino may enhance
the acceptance criteria or provide partial credit in future releases of this manual. More detailed
criteria is detailed at the beginning of each core segment section of this guide (Section 5).
A photo will be taken of each rejected core and will, where possible, show the reason for the
rejection. Each picture is then filed with an ID number (Section 3.1).

4

Core Acceptance Guide

1.3

Core Return Expiration Policy
All dealers have 365 days from purchase of a remanufactured part to return the core for full
credit with no penalties. Expired cores are subject to return approval and may be assessed
a 20% late fee upon review.
Remanufactured parts are becoming a more important part of our business. This policy allows
you to stock Hino remanufactured parts with confidence, while ensuring a steady flow of cores to
support the growth of our remanufactured product lines.
Eligible cores must be returned in like or original packaging, with appropriate labeling clearly
identifying the part number. Cores are subject to inspection and must comply with the
acceptance standards detailed in this manual. Please refer to Core inspection criteria detail
(Section 5) and the procedure (Section 2) below.

5

Core Acceptance Guide
SECTION 2
2.1

CORE RETURNS PROCEDURE

Core Return Process Flow
Below is a summary illustration of the Core return process flow. The detailed procedural steps
are explained in detail in the next sections. The chart below is for general reference only.
CORE RETURN REQUEST PROCESS

Continued on page 7
FIGURE 2.1

6

Core Acceptance Guide

CORE RETURN PROCESS CONTINUED
Ship to Hino Consolidation Center, using third party billing to Hino c/o Williams & Associates (Figure
2.11)

Ship to Hino
Consolidation Center,
third party billing to
Hino c/o Williams &
Associates (Figure 2.11)

FIGURE 2.1 Continued

7

Core Acceptance Guide

2.2

Core Return Request Procedure (RMA)
Requests for core credit for Hino Remanufactured Parts Purchases are filed on-line using the
DC209 – Return of Exchange Items screen in the DCS. Hino Trucks no longer accepts faxed
Core Return Requests without prior approval.
For complete instructions on how to use the DC209 – Return of Exchange Items screen, please
refer to the DC209 section of your Hino Enterprise System Dealer Connect Parts Module
Training Manual.
The process steps are as follows:
1. To return cores for credit, you must first request a RMA (Return Material Authorization).
From your DCS Parts screen, click on DC209 – Return of Exchange Items screen to
apply for a core return.

FIGURE 2.2

8

Core Acceptance Guide
2. Next, you will see a screen titled “Return of Exchange Items” (Figure 2.3). On the first
screen, you will be given the option of entering the part number you wish to return. If
you wish to consolidate multiple returns of the same item you must enter the part
number. If not consolidated or you do not know the part number, leave it blank and all of
your dealership’s outstanding core liabilities will be displayed. In either case, click the
check mark or press enter to continue.

FIGURE 2.3

9

Core Acceptance Guide
3. Figure 2.4 displays your outstanding core liabilities (if you selected a part number on the
previous screen, it shows only the liabilities for that part number; if you did not select a
part number on the previous screen, it shows all liabilities).
Key values:
 Item Number:
 Supplied Qty:
 Pending Qty:


Returned Qty:




Total Value:
Date Due:

Part Number
Quantity Purchased
Number of cores already claimed against that line awaiting
Return.
Number of cores already returned and credited against that
Line.
Remaining Qty x Core Charge
1 year after date invoiced. You have 365 Days to claim
and return cores.

Important Notes:
 After 365 days, the line item drops off the list, and you cannot claim against it.
 When all the quantity of cores on a particular line are returned and credited,
the line item drops off the list.
 Some parts have not always been remanufactured and therefore no core
charge was previously billed. You will not be eligible for credit against a part in
which a core charge has not previously been billed.

FIGURE 2.4

10

Core Acceptance Guide
4. To process a core RMA, click on the line you wish to claim by highlighting it (Figure 2.5).
Then, click “Request Credit” or “Request Consolidated Credit” and follow the instructions
in section DC209 of the Hino Enterprise System Dealer Connect Parts Module Training
Manual.

FIGURE 2.5

11

Core Acceptance Guide
5. Core Returns for Consolidated Credit: For consolidated credit you select a single line
or multiple lines as illustrated below and press the “Request Consolidated Credit” button.
The screen below appears and you can specify the number to return up to the maximum
displayed, enter Credit reference Details and Customer Reference # (this is a reference
number for you to assign). The reason code of “CORE” will already be selected. Click
Continue when complete.

FIGURE 2.6
You will next be directed to the Message text maintenance screen. You must enter a
text message. Once completed click UPDATE

FIGURE 2.7

12

Core Acceptance Guide
You will then be directed to the Credit Claim Finalization screen below. Verify your
request quantity then click Submit and [OK].

FIGURE 2.8

13

Core Acceptance Guide
You will be directed back to the Return of Exchange Items screen. Click Previous and
you may begin the process again with another part number.

FIGURE 2.9
6. Upon completion of the Core return request process, the request must be approved by
Hino for Return. Upon approval you will receive a RMA for each consolidated part
number. This allows you to return multiple quantities for a single part number based on
different orders all on one approval form. Each core type will have its own RMA, to be
included as a packing list with each core shipment.
7. When your Core Return Request is approved by HMS, you will receive a Return
Approval Form (Figure 2.10) via e-mail. Use a copy of this RMA report as your packing
slip for the returned material. (IMPORTANT: You can package material from
multiple RMA’s in the same shipment; however, you must include a copy of the
RMA for each part as the packing list to ensure you will be given accurate core
credit for the shipment).

14

Core Acceptance Guide
2.3

RMA / Packing List Example: (copy of each RMA/Credit Note must be included with shipment)

FIGURE 2.10

15

Core Acceptance Guide
2.4

Core Return Shipment Freight
Each dealer will be allowed ONE return shipment of cores each calendar month at Hino
Trucks expense—regardless of size. The monthly core return cannot be carried over: If you
miss a month, you will only be allowed one core return the following month.
Cores must be returned in their original or like packaging and securely attached to skids with
appropriate packaging for shipment. All cores must be returned individually boxed with the part
number clearly marked. Multiple skids of packages should be marked as such (ex: 1-of-3, 2-of-3
and 3-of-3).
ALL applicable RMA’s (Figure 2.10) must be included with a consolidated shipment, as
packing list(s) along with a completed copy of the Bill of Lading.
The service providers below will select the carrier and supply the Bill of Lading for each
shipment to the dealership, sent via e-mail or fax prior to carrier pickup. The bill of lading
provided must be used for each shipment for carriers to bill correctly. A 24-hour advance notice
is preferred on all shipments, and same-day pickups require a minimum of 4-hours prior to close
time and are contingent on capacity.
Transportation, tracking visibility, reporting and dealership coordination for Hino Core Returns
will be provided by either Penske Transportation Management or C.H. Robinson Worldwide.
Please refer (Figure 2.11) to identify which carrier to contact based on your dealership location.
All shipment should be made to the Hino Core Consolidation Center at the following address:
Neo Brake Systems
6881 S. 10th Street
Oak Creek, WI 53154
The following information must be provided to for a valid pickup:
Location Information
 Pickup/Delivery Name & Address
 Contact Name & Phone Number
 Shipping Hours
Shipment Information
 Ready Date
 Pallet Count
 Total Weight
 Reference Numbers (if applicable)
 Special Instructions (i.e. no dock, driver assistance, etc.)

16

Core Acceptance Guide
2.5

Hino Core Return Service Provider Map
The preferred shipment notification method is e-mail, with the secondary method of contact via
phone. Provided is the contact information for each carrier:
C.H. Robinson Worldwide
Email: [email protected]
Phone: 517-721-7930

Penske Transportation Management
Email: [email protected]
Phone: 817-355-7418

FIGURE 2.11
CAUTION:
o

Do not ship core returns freight collect. Freight collect returns will be received, but
freight charges will be debited back to the dealer.

o

Cores sent to the Memphis PDC will be forwarded to Core Consolidation Center at Neo
Brake Systems. Additional forwarding freight charges will be debited to the dealer.

o

Any core returns shipped via an unauthorized carrier will have freight charges debited
back to the dealer.

o

Return Authorization Form(s) for each core, must accompany the shipment as the
packing list (Figure 2.10). The absence of proper documentation will result in delayed
processing of your core credit.

o

Hino will no longer accept parcel-sized core return shipments (under 200 lbs.).
Hold all core returns until shipments are large enough to send skid load core return
shipments.

Failure to follow any of the above listed guidelines will result in debit of All related
charges to the dealer. NO EXCEPTIONS.

17

Core Acceptance Guide
2.6

Warranty Core Shipment Requirements
Warranty Part Cores must be held in Dealer inventory until the warranty claim is credited.
Warranty claims are submitted through the DCS warranty system. For additional warranty
information please reference the Hino Warranty Policy and Procedures Manual. The warranty
policy and procedure manual can be accessed through HinoNet (www.hinonet.net tab to:
Service / Warranty Info / Policy Manual).
There are occasions when the HMS Warranty Department will request specific warranty repair
cores to be returned for failure analysis and claim settlement. If this were to occur, the warranty
contacts at the dealership would be notified via a Warranty Part Return Request (Figure 2.12).
The dealer is responsible for tagging and shipping the requested part(s) before warranty
reimbursement. A complete overview of the Warranty Parts Return guidelines is available in
Section-4 of the Hino Warranty Policy and Procedure manual. In Warranty cases, the
following process must be followed In order for the dealer to receive core credit from HMS:
1. All Warranty core returns regardless of destination must be tagged with an
approved Warranty Material tag (Figure 2.13). This details the Truck VIN, Claim
Number, Part Number, Repair Date and Dealer Code. This tag provides a tracking
method to ensure a core can be traced once received at the Hino Core Consolidation
Center
A. Tags are available to Dealers through the Warranty Dept 248-699-9390
2. All exchange item core returns should be returned in the original component’s
box/packaging.
3. All exchange item core returns should be returned in as removed condition (no repairs
or product disassembly).
4. Cores Requested for Return Prior to Claim Payment: Parts designated for shipment
to the Warranty Department must use the warranty departments approved shipping
method. For current Warranty Department shipping policy, please reference Section 4 of
the Hino Warranty Department Policy and Procedure manual. No return core RMA
filing is needed in DC209 for Core Items returned to the Warranty Department. All
exchange items (except engines) returned for warranty review will be shipped to the
following location:
Hino Trucks Training Center
Attn: Warranty Department
41280 Bridge Street
Novi, MI 48375
Continued…

18

Core Acceptance Guide

5. Core Returns after Claim Payment: Parts not requested by the Warranty Department
should be consolidated with your other exchange components following the general
Core Return Policy. You Must file for your core credit using DC209 for all nonwarranty items after claim is credited. All exchange items returned for core credit will be
shipped to the following location:
Hino Core Consolidation Center
c/o Neo Brake Systems
6881 South 10th Street
Oak Creek, WI 53154
6. Regardless of shipping destination, all core reimbursements will be processed through
Dealer Connect and applied to your account following our standard time line and
acceptance procedure.

19

Core Acceptance Guide
2.7

Example: Warranty Part Return Request

FIGURE 2.12

20

Core Acceptance Guide
2.8

Example: Warranty Part Tag
Tags are available to Dealers through the Warranty Dept. 248-699-9390.

FIGURE 2.13

21

Core Acceptance Guide
2.9

Warranty Core Process Flow Chart
Below is a summary illustration of the Warranty part return process. The detailed procedural
steps are explained in Section-4 of the Hino Warranty Policy and Procedure Manual (available
on HinoNet). The chart below is for general reference only.